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    Assistant Contact Center Manager - Oklahoma City, United States - WEOKIE Federal Credit Union

    WEOKIE Federal Credit Union
    WEOKIE Federal Credit Union Oklahoma City, United States

    3 weeks ago

    Default job background
    Paid Work
    Description

    This job was posted by : For more information,
    please see:

    ROLE PURPOSE

    The Contact Center Member Service Assistant Manager (CCMSAM) supervises
    the daily operation of the Member Service Representatives and Member
    Resolution Specialists. This includes a wide variety of member and
    employee interactions that originate through remote delivery channels
    (telephone, mobile, web, e-mail) and assures WEOKIE Federal Credit
    Unions high standards of extraordinary member service are consistently
    achieved within a fast paced, high call volume environment. This role is
    also responsible for assisting with WFCU knowledge base recommendations
    and changes to ensure accurate information is being relayed to members
    and employees.

    MAJOR FUNCTIONS

    1. Lead the Contact Center Team to consistently meet established service
      standards, providing members and employees with extraordinary service.
      Ensure the department is operating efficiently and reliably, is in
      compliance with applicable laws, regulations, and rules, have
      appropriate operating controls to mitigate risk, and is performing at a
      high level.
    2. Ensure continued professional growth of department through consistent
      observation, coaching and review of performance.
    3. Maintain appropriate, well trained, and motivated staffing levels.
      Provide quality on the job training and ensure that department maintains
      knowledge, engage with members and employees, make members and employees
      feel valued and consistently apply defined service standards.
    4. Drive team performance, continuous improvements and operational
      efficiencies in order to meet or exceed call center strategic
      initiatives.
    5. Work with the New Employee Development Assistant Manager to make
      recommendations to information in the knowledge base to ensure it is up
      to date, provides accurate information, and is easy to use.
    6. Develop and monitor the implementation of operating plans, success
      measurements, and processing efficiencies.
    7. Acts as liaison to other WFCU departments.
    8. Serve as a back-up knowledge resource. Identify employees requests
      and assist with providing a resolution. Member Service Assistant Manager
      will assist Member Service Representatives in using interactions with
      members and employees as training opportunities to further the MSRs
      knowledge. They perform routine research and also serve as the first
      line of support to field basic MSR inquiries in regards to Card
      Services, Digital Services, Deposit Services, Deposit and Lending
      Accounts, IRAs, Trust Accounts, and Deceased Accounts. Utilize multiple
      software applications/tools including but not limited to FISERV,
      CLIENTLINK, ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE,
      SUPERVISOR DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY
      MANAGER, REMEDY FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK,
      LOANS PQ, TRANZACT, DOCUSIGN, SILVERCLOUD, and MYRIAD. Member Service
      Assistant Manager is expected to process escalations and facilitates a
      follow up with the appropriate department when addressing specific and
      in-depth questions.
    9. Performs other duties as required.

    ROLE IMPACTS

    1. The Contact Center is a high performing and leading edge call center
      relative to other financial institutions.
    2. The service expectations of members are exceede\
      \

    PI

    \
    \
    WEOKIE Federal Credit Union is an Equal Opportunity Employer and does
    not discriminate against any applicants for employment based on their
    race, color, religion, sex (including pregnancy, sexual orientation, or
    gender identity), national origin, age, physical or mental disability,
    genetic information, veteran status, uniformed service member status, or
    any other status protected by law.


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